Replace Set Tags with Remove All Tags


  • Official comment
    Gaurav Parbat
    Zendesk Product Manager

    Hi Ryon,

    Thanks for the suggestion. I will take this up as a product enhancement on our side. I would also like to know if there are any scenarios where you would like to delete/remove tags through triggers or macros?

  • Stephen Belleau
    Community Moderator

    I'm so on board with this suggestion! Either remove all tags, or at the very least, change it from "set tags" to "replace tags".

  • Sydney Neubauer

    Agreed! "Set Tags" has caused a lot of confusion among our teams. Specifically with Macros that anyone in our teams can create. 

    This would alleviate so much of our pain! Big upvote from us

  • Rudolph Beaton

    Such a good idea! Death to "Set Tags"!

  • Ryon Maree

    Hey Gaurav Parbat,

    Yes, there is definitely a need for the ability to selectively remove or delete tags in all business rules including triggers and macros.

    We frequently run trigger or macro pairs that will have one add a tag and a later trigger remove the tag, for example.

    I do not have any use cases where the current 'set tags' is desirable, as this removes all existing tags (instead of selectively removing them) and adds new ones. Since I can imagine some Zendesk customers need this ability, I proposed replacing 'set tags' with 'remove all tags.' That name is a LOT more clear, and it could be combined with an 'add tags' action on triggers and macros so there would not be a functionality loss for any workflows deliberately using the current 'set tags' option.


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